"How to Connect High Connection SMS to On-Chat"

Introduction

High Connection is an SMS gateway provider offering reliable SMS messaging services for businesses. With High Connection integrated into On-Chat, your support team can manage two-way SMS conversations from customers in a centralized shared inbox, with automation, routing, and reporting features to streamline your SMS support operations.

SEO Keywords: High Connection SMS integration, High Connection On-Chat, SMS gateway helpdesk, two-way SMS support platform, High Connection API, SMS customer service integration

Prerequisites

• An active High Connection account with SMS API access
• High Connection API credentials (API key or username/password)
• On-Chat account with admin access
• A High Connection virtual number or sender ID for two-way SMS
• Ability to configure inbound message webhooks in High Connection

Step 1: Retrieve Your High Connection API Credentials

Log in to your High Connection account and navigate to the API settings. Copy your API Key or Username and Password. These credentials allow On-Chat to authenticate with High Connection and send outbound SMS replies to your customers.

Step 2: Set Up Your Two-Way SMS Number

In High Connection, ensure you have a virtual number or sender ID that supports inbound SMS messaging. This is the number your customers will text. If you do not have one configured, contact High Connection support to provision a dedicated inbound number.

Step 3: Create an SMS Inbox in On-Chat

In On-Chat, go to Settings → Inboxes → New Inbox and select SMS. Choose High Connection as the provider. Enter your API credentials and your virtual number or sender ID. Save to generate your On-Chat webhook URL.

Step 4: Configure the Inbound Webhook in High Connection

In your High Connection account, locate the inbound message callback or delivery report settings. Set the inbound message URL to your On-Chat webhook endpoint. High Connection will forward all incoming SMS messages from customers to this URL.

Step 5: Add Agents and Configure Auto-Assignment

In On-Chat, navigate to Settings → Inboxes → select your High Connection inbox → Collaborators. Add agents responsible for handling SMS conversations. Set up auto-assignment rules to route conversations to available agents efficiently.

Step 6: Test the Integration

Send a test SMS to your High Connection number. Verify it appears in your On-Chat inbox. Reply from an agent and confirm the customer receives the message. Check delivery status in both High Connection's reports and On-Chat's conversation logs.

Best Practices

• Use canned responses to reply to common SMS queries faster
• Set up an auto-reply for after-hours messages to manage customer expectations
• Monitor SMS delivery reports in High Connection to track message success rates
• Use On-Chat conversation tags to categorize and track SMS support issues by type